Key Pickup

Key collection is from 2:30 pm on your day of arrival.

If you have a confirmed booking you will receive detailed Arrival and Key collection instructions via email prior to arrival, please make sure to check your junk mail if you don’t see it in your inbox.

If the property you have booked has a Key Safe located at the property: You will receive an email with all instructions and key safe codes for your arrival direct at the property via email. If you don’t see it in your inbox, please check you Junk mail folder, or let us know and we will email it to you again.

If the property you have booked has an Onsite Concierge: You will receive an email with instructions for your arrival and the full address of the property. Your keys will be available for pickup from the concierge

For all other properties: The keys will be left for you at the reception (concierge) desk of TheELAN building; 1 Kings Cross Road Darlinghurst, 2010. Please have a current driver’s licence or your passport with you for identification.

Arrival time is after 2:30pm

The keys will not be released earlier than 2:30pm unless prior arrangements have been made. In some cases, early check-in may attract a fee.

Departure time is strictly 10am

On the day of your departure please ensure you vacate the property by 10am.

If you stay any later than 10am without making prior arrangements then a full day’s rental will be deducted from your security deposit.

Make sure you leave all keys &/or building security swipes and remotes in the property when you vacate. You will be charged for replacement if these items are not left in the property. In some cases the cost can exceed $250

Security Deposits

Security deposits are refunded to the account/card from which they were received within 5-7 working days after your departure. This will be visible in your account within a few days dependant on your bank or card provider. You will receive an email alert when the bond had been returned. To avoid delays in processing your security deposit refunds, please ensure you have left all sets of keys behind and that the property is left in a satisfactory condition.